Notification not being sent to external users when assigned with comment

[syracom AG]

Hey guys,

we currently have an issue in JIRA with notifications not being sent to external users, when an issue is assigned and commented at the same time. The notification scheme seems to be alright, as well as the permission scheme.

Here's what happens:
1.) issue is created with no assignee
2.) project lead hits the assign-button, assigns an external customer and leaves a comment (all in the same screen)
3.) Notification about assigned ticket is being sent to the internal account configured in the notification scheme, but not to the external customers configured in JIRA group

Here's the assigned notification scheme (single internal user receives the notification, but not the external users in that group): notification-scheme.png

We have no general issue with emails, neither to internal, nor to external users, only in that project. Also, if you leave a regular comment in that project, the external users are notified correctly.

Any idea?

Thanks in advance!
Sascha

[Shamith Shankar]

Can be two issues.

1. either user doesnt have access to project or doesnt have Users role in the project.
2. mail may be going into spam folder.

[syracom AG]

Hi Shamith,
thanks for your suggestions.

1.) the user / group have the correct project permissions. Leaving a normal comment will trigger a notification, so this should not be a permission issue.
2.) we checked the Exchange mail server logs, an email notification is never sent to the external customers, so I can also rule out a Spam filter issue...

Cheers
Sascha